Case Study: Wolt achieves faster, more personal global support with Intercom

Wolt manages over a million conversations weekly and keeps response time under 60 seconds with Intercom

Wolt, the Helsinki-based food delivery company, needed a customer service platform that could scale with its rapid growth while keeping support fast, personal, and easy to manage across 25 countries. Wolt chose Intercom for messenger-based support, using features like Team Inbox, Articles, and Workflows to help its 3,000-person support team serve millions of customers and courier partners efficiently.

With Intercom, Wolt streamlined conversations, automated repetitive tasks, and improved self-service through bots and custom integrations. The company now handles over a million conversations per week, maintains an average response time of under 60 seconds, a CSAT above 90%, and saw a 15% increase in conversations handled per hour after adopting Intercom’s next-gen Inbox.

Wolt

Pelle Blarke

Customer Support